Technical Support | Onsite - Ontario, CA | 31

Job Title

Location: Onsite - Ontario, CA

Responsibilities

• Identifies correct knowledge documents and support materials to answer questions and troubleshoot issues

• Learns about technology deployments and how they fit within business model/strategy

• Explains general navigation to customers; translates technical terms to non-technical users to help in explaining navigation

• Looks for opportunities to improve knowledge on technologies

• Understands and adheres to the IM process and policies

• Uses correct knowledge documents and support materials to answer questions and provide support

• Identifies when request/issue should be escalated and assigns to appropriate party

• Clarifies asks by listening for understanding and reflecting back

• Performs rounds and completes required templates

• Uses instrumentation and physical checks (walk-throughs) to monitor

• Responds to and resolves incidents affecting operations

• Performs physical build-outs, installing computing devices and low voltage cabling

• Provides direction to local security staff by assisting in post order definition

• Manages identified defects through own and supporting organizations

• Follows procedures to collect and manage data so it's available for security audits

• Performs maintenance per manufacturer specification

• Oversees the activities of on-site vendors performing maintenance

• Consistently, without fail, follows all safety guidelines

• Interprets security standards and applies to own work

• Identifies relevant security standards that apply to own work and adheres to protocols

• Understands security risks & implications when evaluating solutions

• Knowledgeable about current security controls

• Does what is asked within the agreed upon timeframes and according to established procedures, protocols and/or requirements

• Demonstrates responsiveness by conveying critical information to decision makers

• Demonstrates awareness of the desired outcomes in actions and thoughts

• Conducts diagnostic steps to collect data and validate issue

• Eliminates variables to pinpoint root cause

• Completes testing to confirm resolution

• Identify possible solutions and pros and cons to each

• Follow up to confirm solution addressed problem

Required Skills

Technical Support

Additional Skills

Technical